Cisco Cisco Agent Desktop 8.0 Technische Referenzen
November 26, 2013
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VoIP Monitoring Concepts
Introduction
Cisco Agent Desktop software products for United Contact Center Enterprise and
Express have the ability to live-monitor and record calls between contact center
agents and customers.
Express have the ability to live-monitor and record calls between contact center
agents and customers.
To implement these live monitoring and recording features, knowledge of computer
networks, the protocols that carry data over a network, and the hardware components
that make up the network is required.
networks, the protocols that carry data over a network, and the hardware components
that make up the network is required.
The configuration of various network components can be complex. Misconfiguration
will lead to the feature failing to work properly. This white paper is intended to take the
mystery out of capturing IP phone calls using Cisco Agent Desktop software. It will
explain the methodology used to capture voice streams, limitations of the technology,
and challenges to deploying and maintaining systems supporting this feature.
will lead to the feature failing to work properly. This white paper is intended to take the
mystery out of capturing IP phone calls using Cisco Agent Desktop software. It will
explain the methodology used to capture voice streams, limitations of the technology,
and challenges to deploying and maintaining systems supporting this feature.
The information contained in this white paper does not require any specific
networking knowledge or software development expertise. The reader should be
somewhat familiar with computers, applications/programs, and networks.
networking knowledge or software development expertise. The reader should be
somewhat familiar with computers, applications/programs, and networks.
Definitions
good idea to become familiar with these terms in order to best understand this
information in this paper.
information in this paper.
Table 1.
Terms and definitions
Term
Definition
Built-in bridge
A hardware component in many Cisco IP phones that
allows audio streams to be merged and forked to
support Unified CM Recording and Monitoring.
allows audio streams to be merged and forked to
support Unified CM Recording and Monitoring.